Lenox, MA Insurance Office | Liberty Mutual Insurance

Emma Roderick _{on Google}

Jul 10th, 2021

I had Liberty Mutual for over a decade, with few issues. However, after over a decade of making payments without a problem, I got a non-renewal notice in the mail "based on a review of your recent record." The notice cited 4 incidents over the past 3 years -- 3 of which were clearly not my fault (flat tire, towing after car broke down, windshield glass repair), and the 4th of which involved damage to my vehicle that LM did not pay a cent for, as I didn't have collision coverage.
I attempted to appeal the non-renewal by calling the number provided. The first time, I was on hold for over an hour and eventually had to go back to work. The second time, I was on hold for 20 minutes, and spoke with someone who took my information and said someone would get back to me within 48 hours. It's been a week and no one has gotten back to me. The policy was cancelled today and I was luckily able to find new insurance that agreed to work with someone with a non-renewal on her record -- but, seriously? What's the point of having insurance if you're punished for using it? My new insurance agent told me she was shocked to hear that they'd cancelled it based on the reasons they gave. I've given LM thousands of dollars over the years, only to have them throw me out as soon as I asked them to spend any of that money on me.
It's not my style to leave negative reviews, but I do want others with less than perfect driving records to be aware of this practice of theirs and the limited avenues for recourse. Since I can't get anyone from LM on the phone (which, sidenote -- when I started with them I had a local agent I could always reach right away, and at some point that just ended without anyone telling me), this review will have to do for now. I hope LM re-evaluates this practice going forward.

eli yousef _{on Google}

Jan 25th, 2021

Terrible agency . They have no urgency in helping their customers . It's extremely painful to get ahold of anybody here . When you do , they are basically helpless in terms of faxing out information to dealerships due to departmental issues . The people on the phone have nothing todo with the people sending out information that might be needed for registration purposes or proof of insurance . In otherwords they will send it when they feel like it . They will tell you they are going to send it then not send it . Just terrible at help !!

Jessica Cossin _{on Google}

Apr 26th, 2020

Never go there for your insurance! I had been a policy holder starting when I had my permit at 15 1/2, all through my husband and I got so tired of any changes,bof if we had a problem, someone hit us, our policy went up. We paid more living in a tiny little 300 person town, than a friend of his did, living in a city that has a high crime rate w 2 brand new cars. The system was changed over, but then we found out they forgot to apply our bundle discounts again... We had filed a claim, due to a break-in, never received anything, but policy increased! Never again!!!